Developing and Implementing Plans for Internal Communications
In-House
Have questions about cancellations, rescheduling, or substitutions? View our workshop policies.
Why Should You Attend?
Organizations and communicators most often focus on external audiences and development of strategies to communicate effectively with them. While the communications environment and challenges may be different, the need for a strategic, planned approach to internal communications and its tools and techniques is the same. How well or poorly internal communication is undertaken affects both individual job satisfaction and achievement of organizational goals and objectives.
What Will You Learn?
The workshop will focus on:
What is internal communications — principles, linkages and definitions
Key issues and drivers of internal communications
Internal communications systems and approaches
What makes internal communications effective
Best internal communications practices
Linkages to external communication
An integrated strategic approach to planning, developing and implementing internal communications
Understanding the internal communications environment
The importance of research
Using the right tools and techniques
The essential role of monitoring and evaluation
What Will You Take Away?
Workbook with checklists, how-to procedures/reminders and templates
Exercise handouts
Professional Competencies
Engagement: Working effectively with people, organizations and partners
Agenda
Day 1
Activity
Introductions and Workshop Overview
What is Internal Communications – Definitions and Approaches
• Government of Canada Communications Policy • Effective organizational communications • Organizational and employee communications needs • Principles and challenges of effective internal communications • Different types, flows and applications of internal communications • ABCs of internal communications system
Mini-Exercise: Internal communications Health Quiz
I would like to take the opportunity to thank you again for another excellent course. I keep returning to the CEC for training as I am continually impressed by the courses, which I find to be relevant, practical, interesting and informative. My experience to date after attending 3 courses is that the instructors chosen are dynamic people who deliver the content in an engaging and accessible manner. As someone who actively pursues professional development and has been to a number of facilities, I truly appreciate this approach and will continue to turn to the CEC.
Workshop Participant
Workshop
Communications
Developing and Implementing Plans for Internal Communications
In-House
Have questions about cancellations, rescheduling, or substitutions? View our workshop policies.
Why should you attend?
Organizations and communicators most often focus on external audiences and the development of strategies to communicate effectively with them. While the communications environment and challenges may be different, the need for a strategic, planned approach to internal communications and its tools and techniques is the same. How well or poorly internal communication is undertaken affects both individual job satisfaction and achievement of organizational goals and objectives.
What will you learn?
The workshop will focus on:
Key issues and drivers of internal communications
What makes internal communications effective
An integrated strategic approach to planning, developing and implementing internal communications
Understanding the internal communications environment
The importance of research
Using the right tools and techniques
The essential role of monitoring and evaluation
What will you take away?
Workbook with checklists, how-to procedures/reminders and templates
Exercise handouts
Professional competencies
Engagement: Working effectively with people, organizations and partners
Sample Agenda
Activity
Introductions and Workshop Overview
What is Internal Communications — Definitions and Approaches
– Effective organizational communications – Organizational and employee communications needs – Principles and challenges of effective internal communications – Different types, flows and applications of internal communications
Mini-Exercise: Internal communications HealthQuiz
BREAK
Effective Internal Communications: Getting Started and Being Strategic
– Guiding principles – Strategic communications – links between internal and external communications – Strategic internal communications sequence and template – Determining our situation and understanding the drivers
Case Study Exercise: Understanding internal communications drivers and identifying research needs
LUNCH
Analyzing the Internal Communications Environment
– Communications issues, challenges and opportunities – Defining and understanding the differences Issues management – Developing the strategic approach
Case Study Exercise: Identifying strategic issues, communications challenges and developing a strategic communications approach
BREAK
Determining our Response: Identifying Objectives, Results and Performance Measurement Indicators
– Differences between goals, objectives, results and performance indicators – Understanding, developing and defining results – Importance of realistic performance indicators – How do we know what, why and when do we need to measure? – Using the right tools and techniques – Developing your own measurement framework
Case Study Exercise: Developing internal communications objectives, results and performance indicators
Wrap-up
I had a really good experience. I heard good things about your training before, and I wasn’t disappointed.
Manager, Transport Canada
Workshop
Communications
Des communications organisationnelles efficaces
In-House
Have questions about cancellations, rescheduling, or substitutions? View our workshop policies.
Programme
Activity
Présentations et survol de l’atelier
Comprendre la communication efficace Les sept « C » d’une bonne communication verbale et écrite. Les limites cognitives de la communication. Les principales différences entre les communications écrites et verbales. Bien comprendre son public. L’utilisation du langage pour capter l’attention du public et avoir une conversation. Langage technique pour un public technique; langage clair et simple pour les autres. L’utilisation du langage clair et simple. Comprendre les messages de son propre point de vue et de celui du public.
PAUSE
Savoir écouter activement Pourquoi est-ce important ? Les principales compétences de l’écoute active : être attentif, ne pas porter de jugement, réfléchir, clarifier, résumer et partager.
Exercice pratique en petits groupes : l’écoute active En petits groupes, les participants explorent les compétences de l’écoute active. Les groupes rapportent leur expérience qui fera l’objet d’une rétroaction dirigée par le formateur.
Concevoir des messages efficaces pour une présentation, un breffage et une réunion Les facteurs qui contribuent à la réussite de nos messages. Établir le contenu, la formulation, le nombre et le langage des messages. Comment reformuler un message pour optimiser sa rétention? L’importance d’un langage clair. Reconnaître ce que constitue un bon message. Développer et utiliser une « pyramide du message » structurée.
PAUSE
Exercice pratique en petits groupes : formuler des messages principaux et spécifiques En petits groupes, les participants rédigent des messages pertinents à leur Direction générale. Les groupes présentent leurs messages qui feront l’objet d’une rétroaction dirigée par le formateur.
DÉJEUNER
Exercice pratique en petits groupes : Développer les grandes lignes d’une présentation En petits groupes, les participants développent les grandes lignes d’une présentation. Les groupes présentent le fruit de leur travail qui fera l’objet d’une rétroaction dirigée par le formateur.
PAUSE
L’importance de la confiance, de l’affirmation de soi et de l’assurance
La confiance et pourquoi elle est si importante. Comment établir et maintenir la confiance dans votre équipe et avec des clients et des intervenants? Comment s’affirmer – en six étapes. Savoir distinguer entre l’affirmation de soi et l’agressivité. Développer l’assurance de soi : des conseils pour adopter des comportements assurés. Analyse FFPM personnelle.
Exercice éclair : le questionnaire « Reina Leadership »
Des communications verbales et non verbales efficaces
L’impact de la COVID-19 sur les communications gouvernementales. La prestation de présentations de divers genres, de différentes durées à des publics variés. Le choix des mots et l’utilisation de la voix. Techniques simples et éprouvées pour surmonter la nervosité et répondre aux questions du public. Un système et des techniques pour « s’en tenir à son message ». Pourquoi certaines questions sont-elles si difficiles? Les choses à faire et à éviter lorsqu’on répond à des questions.
Exercice éclair : Plénière sur les questions difficiles
PAUSE
Exercice pratique en petits groupes : Rédiger un courriel et prévoir les questions En petits groupes, les participants préparent l’ébauche d’un courriel. Les groupes présentent le fruit de leur travail qui fera l’objet d’une rétroaction dirigée par le formateur.
Mot de la fin de l’atelier, questions et réponses, outils à emporter et évaluation
A relaxed space where everybody felt free to talk.
Research Scientist, Health Canada
Workshop
Communications
Internal Communications: Best Practices
In-House
Have questions about cancellations, rescheduling, or substitutions? View our workshop policies.
Why should you attend?
This workshop is designed to tune up and strengthen understanding of, and skills in, various aspects of internal communications, as well as to bring examples of best practices from various organizations.
What will you learn?
The workshop will focus on:
What is internal communications – principles, linkages and definitions
Key issues and drivers of internal communications
Diverse approaches to internal communications
What others do and do not and why
What works and what doesn’t – sine qua non of best internal communications practices
Importance of research, monitoring and evaluation
Linkages to external communication
An integrated strategic approach to planning, developing and implementing internal communications
What will you take away?
Workbook with checklists
Exercises and handouts
Professional competencies
Engagement: Working effectively with people, organizations and partners
Sample Agenda
Activity
Introductions and Workshop Overview
What is Internal Communications? • The Government of Canada Communications Policy • Definitions, principles and linkages • Issues and drivers of internal communications in the public sector • “Impact mapping” • Key challenges
BREAK
Internal Communications Approaches
• Addressing diverse communications needs • From “HR” to “change” to “crisis communications” • What systems do we use and when • ABCs of internal communications approaches
Exercise: Building an internal communications system.
LUNCH
Effective Internal Communications – The Public Sector’s Sine Qua Non
• What works • What doesn’t work • How do we find out • Do’s and don’ts of internal communications research, monitoring and evaluation
Exercise: Designing a cost-effective internal communications monitoring framework.
BREAK
An Integrated Strategic Approach to Internal Communications
• Internal communications matrix • Linkages to organizational strategies and business plans • Internal versus external communications • Planning, developing and implementing internal communications
Exercise: Developing an internal communications strategy for flexibility and change.
Wrap-up and Evaluation Participants will complete a short evaluation.
The tools that were presented will be very helpful in my work and personal environments. Great facility. I will come back for other training.
Program Manager, Office of the Secretary to the Governor General
Workshop
Communications
Administrative Competencies and Effective Communications
In-House
Have questions about cancellations, rescheduling, or substitutions? View our workshop policies.
Why should you attend?
The CEC’s workshop on Administrative Competencies and Effective Communications will provide participants with the knowledge and skills necessary to be highly functioning administrative officers or assistants.
The focus of the workshop will encompass six essential administrative competencies:
Organization – Effective management, organization, and prioritization of office functions as well as the workday/week/month for people, management and other stakeholders.
Communication – Clearly conveying and receiving messages to meet the needs of all. This involves listening, interpreting, and delivering verbal, nonverbal, written, and electronic messages.
Service Delivery – Understanding and meeting the needs of clients. Clients are individuals or groups who use the organization’s or department’s services.
Technical – Ability to accurately and thoroughly utilize office technology and to demonstrate practical knowledge of information management, e-mail management and privacy protection issues.
Adaptability – Personal willingness and ability to work in and adapt to change.
Interpersonal – Working cooperatively and productively with others to achieve results.
What will you learn?
This workshop will focus on the skills required to be an effective administrative, program or project officer with an emphasis on improving your client relations and service delivery.
The workshop participants will learn:
How to develop a client service orientation
An understanding of relationship management techniques
Approaches to measuring client satisfaction
How to build trust through key behavioural attributes
How to communicate effectively in verbal and written contexts
Essential skills and knowledge which constitute organizational, technical and interpersonal competencies
How to address diverse challenges presented by difficult clients
Who should attend?
This interactive workshop will be beneficial to all individuals working in an administrative, program, project, advisory or other related positions or functions in public, private or voluntary sectors.
What will you take away?
Workbook consisting of presentation slides
Exercises and handouts
Certificate of completion
Professional competencies
Thinking Things Through: Innovating through analysis and ideas
Engagement: Working effectively with people, organizations and partners
Excellence: Delivering results
Sample Agenda
Activity
Introductions and Workshop Overview Instructor and participant introductions. Key elements of the agenda. Overview of administrative competencies.
Client Service Orientation
• Definitions: Client Service Orientation, Core Motivations and Progression. • Interacting with clients: client understanding, manner, communications, timelines and responsibility. • Using your knowledge: understanding client viewpoints, determining client needs; responding and building relationships. • Providing support and services: Key actions and behaviours. • Measuring client satisfaction: What to measure and what tools can we use?
Small Group Exercise In groups, discuss and identify a minimum of three (3) specific questions in the area of “perceptions of service experience”, to be part of a bi-annual client satisfaction survey. Capture your results in bullet form and present your conclusions to the plenary.
BREAK
Building Trust: Attributes of Effective Advisory and Administrative Roles
• Fundamentals of being credible. • Key actions: Knowledge, liaison, delivering, building buy-in, anticipating and mitigating, understanding and acting on changing contexts. • Effective behaviours: Reliability, tact and diplomacy, listening and learning. • Teamwork and collaboration: Key actions and behaviours and strategies for reducing conflict.
Small Group Exercise In groups, using the provided template, discuss and identify what could be changed or adjusted in your existing client relationships. Capture your results in bullet form and present your conclusions to the plenary.
Being Adaptable: Contextual awareness and recognizing the value of new or modified approaches.
• Definition and motivation • Scale and progression – what is expected • Key behaviours, attitudes and actions • What is not adaptability! • Links to analytical, creative and active thinking and listening • Being a change agent
LUNCH
Written and Oral Communications Key attributes of written and verbal communications: knowledge, skills, behaviours and actions. When and how to communicate with clients and within the team. How to tailor writing and presenting to different clients. Understanding the communications needs of our clients and management.
Small Group Exercise In pairs, discuss and draft an email to a client requesting a meeting to discuss new delays in the project deadline. Please identify the type of information you will need to share with the client during the meeting to get their agreement to the new deadline.
BREAK
Organizational and Technical Skills, Behaviours and Knowledge Understanding of your role, those of others and the linkages to the organization and broader context. Key actions and behaviours. What do we need to know? – rules, regulations, resources, preferences and project management approaches. Planning for effectiveness and efficiency.
Small Group Exercise In groups, and based on your experience, discuss and identify three key organizational processes or procedures, their impact on your work and potential solutions. Capture your results in bullet form and present your conclusions to the plenary.
Qs and As, Wrap-up and Evaluation Participants will have an opportunity to ask any final questions complete a short evaluation.
The tools that were presented will be very helpful in my work and personal environments. Great facility. I will come back for other training.
Program Manager, Office of the Secretary to the Governor General
Workshop
Communications
Communicating Change and Transformation
9:00 am - 12:30 pm •
In-House, Online
Cost: $750
Have questions about cancellations, rescheduling, or substitutions? View our workshop policies.
Why should you attend?
Change has become a constant in most working environments. Organizations, whether in the public, private or voluntary sectors, increasingly find themselves in continuing states of complex change. The need to effectively and quickly communicate about change has, for many communications professionals, become a regular part of their organizational responsibilities. However, busy communicators may not be aware of the range of tools now available to inform key internal and external clients, stakeholders and audiences about change.
Communicating Change and Transformation has been designed to provide communications professionals with the tools, techniques and approaches necessary to articulate, build and sustain support for all manner of internal and external organizational change.
What will you learn?
Participants will learn about:
The dimensions of change, including the types of change and various approaches to communicating about change;
Building and initiating change communications for internal and external clients, stakeholders and audiences;
The different change communications methodologies designed to engage key groups and individuals in planned change processes;
The different change communications methodologies designed to engage key groups and individuals in planned change processes;
The range of options available to communications practitioners to successfully move clients, stakeholders and audience groups from adversarial to supporting positions;
Proven communications approaches designed to limit resistance to change and information overload;
How to prevent under-communication and inconsistent messaging during periods of sustained and intense transformational change;
How to sustain trust and enhance organizational reputation during periods of intense change; and
How to build and implement a manageable and cost-effective change communications strategy and implementation plan.
What will you take away?
Notebook consisting of presentation slides
Exercises and handouts
Leah Jurkovic, President CEC
Leah has over 25 years of experience working at the intersection of communications, organizational change, and cultural transformation. As a former executive at Colleges and Institutes Canada (CICan), Leah led both the communications and human…
Read full bio
Sample Agenda
Activity
Participant Introductions and Workshop Overview
Defining the Concept of Change Participants will discuss the basic change concepts, including the typical types of change found in the public, private and voluntary sectors.
The Pathology of Change During this session, participants will explore the psychological processes individuals pass through during change as well as why some individuals resist change and what can be done to effectively manage and support both the ‘passive’ and ‘active’ resisters.
HEALTH BREAK
Exercise Working in small groups, participants will identify and describe the nature of the barriers/challenges that their change communications must address.
How to Build a Change Communications Strategy Participants will discuss and share information about the critical steps required to develop and implement an outcomes-based change communications strategy and implementation plan.
LUNCH
On Being a Change Communications Strategist
• Participants will discuss the advice and guidance that they will need to provided to organizational leaders on strategic change communications • Participants will also discuss the range of efforts required to ensure that internal and external clients, stakeholders and audiences are change-ready.
HEALTH BREAK
Exercise Working in small groups, participants will build specific change communications strategies designed to overcome the barriers/issues identified during the previous exercise session.
Tactics: Communicate Relentlessly Participants will review a number of tried and tested communications approaches used in change communications including: face-to-face communications, small group meetings, storytelling, special events, print and electronic communications and more.
Recap and Evaluation
I would like to take the opportunity to thank you again for another excellent course. I keep returning to the CEC for training as I am continually impressed by the courses, which I find to be relevant, practical, interesting and informative. My experience to date after attending 3 courses is that the instructors chosen are dynamic people who deliver the content in an engaging and accessible manner. As someone who actively pursues professional development and has been to a number of facilities, I truly appreciate this approach and will continue to turn to the CEC.
